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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.
Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.
My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.
I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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21 thoughts on “Free eBook: The 6 New Management Imperatives”

Bruce- As we all learn to move from top down to bottom-up organizing models, I find it really useful to put both the customer and the employee at the bulls-eye of any audience target or – even more importantly – strategic plan. Now, with this excellent compliment to The 6 Laws of Customer Experience, you’ve provided a very succinct summary of why and how to do it. Thanks. (btw, I blogged about this e-book: http://www.element22.com/site/post.php?id=358&cat=2)

Excellent piece. Read with great interest Imperative #3 on innovation. Our company has created an entirely new business model to help companies who find it difficult, even impossible to “Allot time for innovation”. We have created an “off line” network of highly experienced professionals who can offer turnkey innovation AND activation. Please visit our website. innovation-applied.com.
Would like to place a link to you and your book, if you would grant us permission to to that.
Regards,
Jon

Rosaria: It would be my honor to have some of these ideas translated into Italian. Just make sure that the translation is accurate and that you maintain a clear link to my blog. I look forward to you spreading the concepts about customer experience into Italy. Grazie!